Utterly bad service and weak houses

My ceiling collapsed on Saturday 24th we contacted Alvin the manager and was told to fill in forms or rather send an email as he doesn't have people on standby, on Sunday we sent him a text as a reminder he chose to ignore us, today again my husband didn't go to work when he calls Alvin he says a ceiling is not something you can miss work for. Later again after several follow ups and trying to get someone to help us he says he will send people withing 2-3 days, i mean what is that? isn't a ceiling falling emergency enough to send people immediately, Cosmo and its people are ridiculous hardly 2 years occupancy the roof has fallen, the house has cracks in emergency situations no 1 is there to assist, and they musnt tell us of 2-3 days as my neighbor had the same issue the same street after hours and it was fixed the same day. i have to Say Alvin is ****** ***********, lazy and mustn't be working with people he is absolutely useless . We have a small child around the house for crying out loud, these people are getting paid for nothing, i am gonna take this further should the ceiling not be fixed today